MISO Survey: Action Plan

A marketing and communications position for the division was created in 2008. This will help address the feelings of lack of information about multiple survey items.

The ITS/Libraries Advisory Group was formed to provide feedback and suggestions to division leadership.

Actions - Libraries

Based on high satisfaction of computer lab users, we will continue to support these facilities actively and creatively.

Based on usage statistics, we have stopped the growth of the student laptop checkout program. The MISO survey data confirms that this service is not a high priority for students. Further examination of the program will help us consider decreasing the number of laptops for student checkout.

Based on the fact that student, faculty, and staff do not feel informed about copyright, we've developed a copyright site and e-mail address and will promote those tools to the campus.

Based on the low usage numbers of resources/services like high performance computing, BEARdocs, BearSpace, we need to work more to promote these services to the appropriate populations.

Based on a suggestion in the comments, we plan to expand OsoFast Delivery to include staff and graduate students for those departments that chose this option.

Based on faculty responses, which were lower than the "All Schools" mean, for the questions "How informed do you feel you are about who to contact for your instructional technology needs?" and "How informed do you feel you are about who to contact for your library needs?" we will develop new, simplified ways of getting this information to faculty.

Based on faculty responses, which were lower than the "All Schools" mean, for library personnel on several dimensions, including friendliness, we will develop and present a refresher course based on the Client Services Standards and Behavior Indicators document.

Based on lower-than-average undergraduate use of, importance of, and satisfaction with BearCat, we will acquire a faceted searching interface and our catalogers will work with the BearCat team to analyze search results and make improvements to the access points we are using.

Actions - ITS

The PC Jubilee project was initiated and completed. Having newer campus primary computers will decrease support requests and issue resolution times.

PGP whole disk encryption was implemented on all Windows laptops categorized as employee primary computers as well as certain desktops storing sensitive information. PGP deployment on Macintosh laptops is now in progress.

Efforts have been made to increase and improve Macintosh support through:

Installation of Mac computers for all Help Desk staff.

Weekly Help Desk issues/training meetings with Mac technicians so issues can be handled at the first-call level.

Providing systems to the support staff with the same configuration as many campus Mac clients.

Providing more technical training opportunities to the software/OS support staff.

Adding more Baylor-specific Mac solutions in the Self-Service Help System.

Creation of instructions and support for Mac OS connection to AirBear, including help with installation of the Internet Connect module when needed.

Based on comments about parking difficulties, options for parking during ITS seminars were discussed with Campus Services. A note about Ivy Square parking availability will be added to seminar reminder emails and scheduling of seminars between 9:00 am and noon will be minimized.

ID photos were added to the Faculty, Staff, and Student Directory and an improved interface was implemented.

Departmental information has been expanded in the Faculty, Staff, and Student Directory. Departmental search functions have been enhanced.

The importance of wireless access was clear in the results. Many additional and newer technology AirBear access points were deployed on campus throughout the spring and summer of 2008 and through 2009.

The new Faculty/Staff webpage on the Baylor website, which can be set as an individual's home page, was deployed.

Campus commodity Internet bandwidth was significantly increased by more than tripling capacity. Also, a redundant connection was added in 2009.

A new version of the Web Content Management System (CMS) was released that included a new advanced editor and a spellchecker.

Email inbox size was increased for both students and faculty/staff during spring 2009.

The Help Desk phone message was shortened and made easier to use and understand.

Additional tools for creating online tutorials will be investigated.

The web-based BearAware Bulletin was begun to communicate security issues and educate on IT security best practices. Email BearAware Alerts are used judiciously to notify campus of urgent information security issues.

A communication plan will be utilized to improve campus awareness of IT services and news.